1. Summary

30-day money-back guarantee on your first paid invoice, for any reason, monthly or annual.
Monthly plans: cancel any time, effective at the end of the current billing month. No cancellation fee.
Annual plans: turn off renewal at any time; prepaid terms are not refunded after the 30-day window except as described below.
Trials: nothing to cancel and nothing to refund — trials require no payment method and never convert automatically.
No penalties: we do not charge early-termination, deactivation or data-export fees.

2. How to cancel

You can cancel through either channel, and both are equally valid:

In the console: Administration → Billing → Subscription → Cancel subscription (or "Turn off automatic renewal" for annual plans).
By email: send a request from an authorized contact to Info@itsupport-rmm.com with the subject line "Cancellation request" and your account name.

We acknowledge cancellation requests in writing within one business day and confirm the exact effective date and the final amount, if any. If you prefer to cancel by phone, call +1 717 823 6666 during business hours; we will still send written confirmation so you have a record. We do not require you to speak to a retention team, complete a survey, or provide a reason.

3. Monthly subscriptions

Monthly subscriptions renew automatically each month until cancelled. When you cancel:

Service continues through the end of the billing month you have already paid for.
No further charges are made after that date.
Partial months are not refunded, because you retain full access for the period paid.
There is no cancellation fee and no notice period.

4. Annual subscriptions

Annual subscriptions are invoiced in advance for a 12-month term at the discounted annual rate and renew automatically for a further 12 months unless renewal is turned off. We send a renewal reminder by email at least 30 days before the renewal date, stating the date and the amount.

Turning off renewal takes effect at the end of the current term; service continues until then.
Within the first 30 days of your first paid annual invoice, you may cancel for a full refund under section 5.
After 30 days, prepaid annual amounts are not refunded, except where required by applicable law, where we materially breach the SLA (section 6), or where we discontinue a material feature you rely on (section 7).
Endpoint reductions during an annual term do not reduce the committed quantity, but you may reassign licences between devices at any time.

5. 30-day money-back guarantee

If you are not satisfied for any reason within 30 calendar days of your first paid invoice, tell us and we will refund that invoice in full. This applies to both monthly and annual plans and to both card and invoiced payments.

How to claim

Email Info@itsupport-rmm.com with the subject line "Refund request" and your account name, from an authorized contact, within the 30-day window. You do not need to justify the request, although we will usually ask what went wrong so we can fix it.

What happens next

We confirm receipt within one business day.
Approved refunds are issued within 10 business days to the original payment method. Card refunds typically appear on your statement within 5–10 additional business days depending on your issuer; ACH and check refunds are issued within 10 business days of approval.
Your subscription ends on the refund date. You may export your data for 30 days after that, as described in section 9.

Scope and limits

The guarantee applies once per organization, to the first paid invoice.
Applicable sales tax already remitted is refunded with the invoice.
Custom development or professional services expressly quoted and delivered as a separate line item are not covered by the guarantee, and their refund terms are stated in the applicable quote before work begins.
The guarantee does not apply where the account was suspended or terminated for breach of the Acceptable Use Policy.

6. SLA service credits

If monthly platform availability falls below the target in our Service Level Agreement, you are entitled to service credits calculated as a percentage of that month's fees. Credits are applied to a future invoice by default, or refunded in cash if your subscription ends before the credit can be applied. If availability failures persist for three consecutive months, you may terminate the affected subscription immediately and receive a pro-rata refund of prepaid unused fees. Credits must be requested within 30 days of the end of the affected month.

7. If we change or discontinue something material

If we discontinue a material feature of your plan, or materially reduce the core functionality you purchased, during a paid term, you may terminate the affected subscription within 30 days of our notice and receive a pro-rata refund of prepaid, unused fees. If we increase the price of a monthly subscription, you may cancel before the increase takes effect at no cost; we provide at least 30 days' notice of any such change.

8. Billing errors and chargebacks

If you believe an invoice is wrong, contact us within 60 days of the invoice date at Info@itsupport-rmm.com. We investigate and respond within 5 business days, and we correct genuine errors by credit or refund, including where the error is ours and is more than 60 days old. Please contact us before initiating a card chargeback — a direct correction is faster for both of us, and we have never refused to correct a demonstrable billing mistake.

9. What happens to your data

After cancellation or refund, you may export inventory, policies, scripts, reports and audit history via API or CSV for 30 days.
After the export window, customer data is deleted within 60 days, except records we must keep for tax and accounting purposes.
Agents stop reporting when the subscription ends. Uninstall them remotely from the console before termination, or use the documented command-line uninstall afterwards. We can provide the uninstall instructions on request at any time, including after your account closes.
Retention details by data category are published in the Privacy Policy.

10. Purchases through a reseller

If you purchased through a reseller or distributor, your cancellation and refund rights are governed by your agreement with that party, and you should contact them first. We will support them in giving effect to a valid cancellation, and we will tell you directly if a request needs to go through them.

11. Contact

ITSupport RMM — Billing
401 W Lemon St
Lancaster, PA 17603
United States
Phone: +1 717 823 6666
Email: Info@itsupport-rmm.com

This policy forms part of our Terms of Service. Where this policy and the Terms address the same subject, this policy controls for refunds and cancellation mechanics.

Refund & Cancellation Policy